Job Description

Company Description

With properties in some of Australia’s most iconic locations, NRMA Parks & Resorts provide accommodation that suits every budget, style, and occasion – from campsites to luxury resorts. We connect holidaymakers with over 50 incredible destinations to create unforgettable holiday experiences. Part of the trusted NRMA Group, a member-owned brand, our passionate team works together to make holiday magic happen—it's not just our job, it's in our nature.

Job Description

• Do you have experience working in a call centre (inbound or outbound), reservations, or sales environment
• Do you thrive in a fast-paced, KPI-driven environment where achieving results and helping customers go hand in hand?
• Looking for flexibility? This role offers a hybrid work arrangement - to help you find the right balance!

What you will do:

Our Sales Centre team is responsible for taking inbound calls, making reservations for holiday stays for our members and guests. You will play a vital role in our customer journey and be the first point of contact for guests looking to book that memorable holiday, road trip, or getaway.

We have multiple full-time positions available, commencing from Monday 19th October!

Location (hybrid working)

• Our team is based at our Sales Centre office on Erina Street, Gosford, and works from the office a minimum of two days per week.
• Enjoy the flexibility of working from home on your other rostered days.
• You will need a suitable home office setup with access to NBN or a reliable internet connection.

Training

• Your initial two weeks of training will be full-time (9:00am–5:00pm), Monday to Friday at our Gosford office.

Roster & Availability

• You will work a 4-week rotating roster, with shifts scheduled between 8:00 am and 6:00 pm.
• Enjoy one full weekend off each month, one full working weekend, and either a Saturday or Sunday shift in the remaining weeks.
• Full availability to work weekends, school holidays, and throughout the Christmas/New Year period is essential. We are closed on public holidays.
• All team members attend a monthly all-in day (held on a Tuesday)

This is a full-time role, so you’ll need to be reliable, punctual and able to be “phone‑ready” at the start of each rostered shift.

Your responsibilities will include, but are not limited to:

• Respond to guest enquiries via phone and email, providing accurate information and tailored accommodation options that convert to bookings.
• Deliver exceptional service on every interaction, with strong problem-solving and first-call resolution wherever possible.
• Build and maintain knowledge of NRMA Parks & Resorts products and services to confidently identify and convert sales opportunities.
• Work across multiple systems (reservations, telephony, email) to access and manage information efficiently.
• Handle a variety of enquiries in line with policies, including complaints, feedback and general enquiries.

What you will bring:

• Experience in a Call Centre, reservations or sales environment.
• Previous experience with Newbook (desirable).
• Well‑developed sales skills and a strong customer service focus, with the ability to identify and convert sales opportunities while maintaining genuine care for guests.
• Experience working towards KPIs and performance targets.
• Excellent verbal and written communication skills, with a professional phone manner.
• Strong listening skills and the ability to manage a variety of customer interactions
• Good organisation and time management skills, attention to detail and the ability to adhere to policies, procedures and service standards in a fast‑paced environment.
• Confidence in using multiple systems simultaneously, including telephony, reservations platforms and other office applications.
• Strong computer and typing skills, proficiency in MS Office and confident in systems navigation
• Strong relationship‑building capability and the ability to work effectively with people at all levels and from diverse backgrounds.

What’s in it for you?

At the NRMA we aren’t just about discounts (although you do get these too). We offer benefits to help make work and life just right for you!

• Progressive flexibility and well-being benefits to balance all of life's priorities
• Complimentary myNRMA Rewards membership including discounts on groceries, movie tickets, gift cards, gym memberships, attractions, restaurants and much more
• Employee referral program where you may be eligible for a referral bonus of up to $2,000
• Potential to grow, progress or relocate your career and move around the NRMA Group or different locations with us.

Know you belong:

At NRMA Parks and Resorts we’re for inclusion, diversity, and representing the members, guests, customers, and communities we serve. That’s why we welcome applications from First Nations, people with disability, those from diverse cultural backgrounds, people of all genders, members of the LGBTQI+ community, and anyone else who wants to be part of our team.

Are you nodding your head as you read this? Apply now, we cannot wait to hear from you or visit our careers site to find out more!

As part of our recruitment process, all employees at NRMA Parks and Resorts are subject to mandatory pre-employment checks.